Wipro Limited

Service Desk Analyst - L2

Join Wipro Limited as a Service Desk Analyst - L2 in Pune. Leverage ServiceNow for ticket management, troubleshoot IT issues, and enjoy growth opportunities.

Department - JobBoardly X Webflow Template
Consulting
Job Level - JobBoardly X Webflow Template
Entry Level
ServiceNow Role Type:
Department - JobBoardly X Webflow Template
Support Specialist
ServiceNow Modules:
Department - JobBoardly X Webflow Template
Service Portal
ServiceNow Certifications (nice to have):

Job description

Date - JobBoardly X Webflow Template
Posted on:
 
June 24, 2025

The Service Desk Analyst - L2 will be the first point of contact for B2B users who call Wipro Service Desk to troubleshoot end-user issues. The role requires excellent troubleshooting skills, IT service desk experience, and knowledge of Windows 10/11 operating system. The analyst will work in a 9 x 5 support environment, including weekends and holidays, and will be required to work in a 24 x 7 environment due to English language support.

Requirements

  • IT Service Desk experience
  • Excellent troubleshooting skills (O365/VPN/Printer/Active Directory/MS-Office Packages etc.)
  • Understanding of Windows 10/11 operating system
  • Experience working with ServiceNow to log, track, resolve tickets
  • Experience in resolving IT issues via phone/email/chat/self-service portal or web
  • Excellent telephone etiquettes and customer service
  • Knowledge of Microsoft based operating systems with emphasis on Windows 10/11
  • Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) / Multi Factor Authentication (MFA) / Multi Factor Authentication (MFA), Mobile & Tablets)
  • Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, MS PowerPoint, MS Teams and MS OneDrive
  • Basic understanding of PC hardware set-up and configuration
  • Good understanding of infrastructure management processes
  • Understanding of ITIL framework
  • Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
  • Willingness to work in 9 x 5 support environment including working on Weekends and Holidays
  • Flexible to work in a 24 x 7 Environment due to English Language Support
  • Strong time management skills, a logical approach to problem-solving, and the ability to perform effectively under pressure
  • Continuous commitment to professional development

Benefits

  • Competitive salary
  • Opportunities for professional growth and development
  • Collaborative and dynamic work environment
  • Equal opportunities to all and values diversity

Requirements Summary

IT Service Desk experience, Excellent troubleshooting skills, and Knowledge of Windows 10/11 operating system